City Manager’s Office – Compliments, Feedback & Complaints

The City Manager’s Office has a policy and procedure for receiving and handling complaints when anyone is dissatisfied with service, actions or lack of action by a City Manager’s Office service, process or staff member for the following areas:

• Corporate Intergovernmental & Agency Relations
• Governance & Corporate Strategy
• Executive Administration
• Indigenous Affairs Office
• People & Equity
• Strategic Communications
• Toronto Office of Partnership

Complaints may be made verbally (by telephone) or in writing (by mail or email). Any correspondence and/or complaint that contains profanity, rude or inappropriate language will not receive a response.

We make every effort to resolve complaints as quickly as possible.

• The City Manager’s Office acknowledges complains as they are received. Follow up times may vary depending on the nature of the complaint requiring staff inquiry and clarifications. Staff response times may be delayed due to the City’s ongoing COVID-19 pandemic response efforts.
• Where an expanded review is required, complainants will be contacted as soon as possible with either a final response or update. At that time, the complainant is advised of when the next contact will be – either for a proposed resolution or for the next progress update.
• Complainants are automatically contacted when their complaint is escalated.

Please note: From time to time, there may arise extraordinary circumstances where the City Manager’s Office may not be in a position to guarantee immediate responses or follow ups to complaints can be satisfied (e.g. during labour disruption, emergency management situation, etc.)

Send your complaint

Mail

City Manager’s Office
Toronto City Hall
100 Queen St. W.
4th Floor, East Tower
Toronto, ON M5H 2N2
Attention: Complaint

TTY: 416-338-0TTY (0889)

Telephone

• People & Equity: 416-397-4120
• Strategic Communications: 416-392-1818
  • TTY: 416-338-0889

Email

cmofeedback@toronto.ca